Head of Customer Support

An AI platform emerged as the global category leader in AI service provider enablement. Operating globally, with the US as its primary market, the unique hybrid of Platform-as-a-Service (PaaS) and AI marketplace has achieved explosive growth by solving a critical pain point: connecting AI agencies with qualified enterprise opportunities at scale. AI Acquisition combines proprietary AI orchestration tools with proven enterprise SaaS infrastructure, delivers immediate value to the platform's multiple agency customers and small and medium businesses worldwide.

We're revolutionizing the way entrepreneurs build life-changing businesses by brokering AI tools to business owners eager to succeed. At the forefront of the $1.3 trillion AI revolution, we empower our members to earn $500+ per hour with just a few clicks. Whether through our AI Agency Incubator, AI Accelerator, or AI Agency Launchpad, we provide the systems, training, and support to help our members achieve rapid success.

Hear from our leaders:

• Jordan Lee, Co-Founder & Chairman, shares insights about the business: Watch here
• Matthew Jones, CEO, discusses his career progression and personal growth since joining AI Acquisition: Watch here
  

• Be part of a cutting-edge company leading the AI revolution, with a proven system that delivers results.
• Work in a dynamic, remote environment with a team dedicated to transforming lives.
• Opportunity to grow with a company experiencing rapid growth as we scale to support more members.
• Make a direct impact on our members' success, helping them achieve life-changing wins like $60K in 17 days.
• Surround yourself with exceptionally talented, driven people who are in pursuit of excellence.

This isn't just a job—it's an opportunity to create a new and better life while working with visionary leaders who are shaping the future of AI-driven business growth.

The Role

We're scaling aggressively across North America, Europe, MENA, APAC, and LATAM, serving 500+ clients with renewed 12-month growth programs. Now we're building a world-class Customer Support function to match our expansion.

As Head of Customer Support, you will both lead and participate hands-on in managing our global support team (chat agents, VAs, and CS specialists). This role is about building the foundation of an AI-enabled support org while ensuring clients receive fast, empathetic, and consistent support.

You'll manage day-to-day support operations, handle escalations, personally engage with clients via chat when required, and proactively flag recurring issues to Product and Tech. You'll also be responsible for maintaining and improving the knowledge base and documenting solutions so the team scales effectively.

Key Responsibilities

Day-to-Day Support & Oversight

• Manage and directly support client chats, ensuring high responsiveness and quality.

• Monitor support queues, step in to resolve escalations, and model best-practice communication.

• Identify recurring issues, knowledge gaps, and client pain points in real time.

Knowledge Base & Documentation

• Own the support knowledge base and FAQ resources; continuously fill gaps and refine articles.

• Ensure documentation is clear, updated, and accessible for both clients and agents.

• Partner with Product and Tech to feed back feature requests and recurring bug reports.

Leadership & Team Development

• Scale and manage a distributed team of Support Agents, VAs, and regional pods.

• Coach team members on empathetic communication, problem solving, and use of AI tools.

• Define KPIs (response times, resolution times, CSAT/NPS, refund prevention) and drive performance.

Technology & AI Integration

• Partner with the CTO to integrate AI chatbots and automation tools that reduce manual load.

• Use analytics to identify themes, track client sentiment, and predict churn/refund risks.

• Drive adoption of AI tools internally to boost agent productivity.

Requirements

Must-Have:

• 9–8+ years in Customer Support/Customer Success, with at least 2–3 years in a leadership role.

• Experience managing live chat teams and personally handling customer escalations.

• Proven ability to build and maintain support documentation/knowledge bases.

• Strong data-driven approach to identifying support themes and preventing churn.

• Excellent written communication, conflict resolution, and customer empathy.

• Global team management experience across multiple time zones.

• SaaS, PaaS, or AI/tech industry experience.

• Hands-on with tools like Intercom, Zendesk, Freshdesk, or custom chat/CRM solutions.

What We Offer

• A chance to design and lead a global support function in a hyper-scaling AI company.

• Remote-first flexibility and global exposure.

• Competitive compensation and performance-based incentives.

• The opportunity to shape not just the team but also the client experience at scale.

Ready to grow others and yourself?

In your application, please include:

• CV / LinkedIn URL
• A brief paragraph describing a complex customer support challenge you solved — for example, a situation involving escalations, churn risk, or scaling a support process — and explain the impact it had on customer satisfaction, retention, or team performance.